IT Service Management Analyst

Theoris • Carmel, IN

3d • Hybrid

About The Position

We are seeking a mid-level IT Service Management (ITSM) Analyst to support critical service operations, automation initiatives, and regulatory audit preparation. This role is ideal for a strong ServiceNow user who thrives in a fast-paced environment and is comfortable working across both modern and legacy platforms, including ServiceNow and Cherwell. The analyst will play a key role in ITSM process execution, data analysis, and automation, while supporting an upcoming audit aligned with NERC CIP standards. This is a 6-month contract opportunity with strong potential for full-time conversion.

Requirements

• Bachelor’s degree (or equivalent experience)
• Hands-on experience with ServiceNow (required)
• Willingness to work within Cherwell (legacy system)
• Experience with IT Service Management (ITSM) processes
• Scripting experience (Bash, PowerShell, or Python)
• Ability to automate workflows within ServiceNow
• Experience gathering and analyzing audit-related data

Nice To Haves

• Experience with AI tools such as Copilot

Responsibilities

• Perform day-to-day ITSM activities including incident, change, request, and problem management
• Support regulatory audit preparation through data gathering, mock audits, and documentation
• Manage and process change tickets and perform security scans
• Build and maintain ServiceNow dashboards and reporting tools
• Automate workflows and processes using ServiceNow, scripting, and AI tools such as Copilot
• Support transition efforts from Cherwell (legacy system) to ServiceNow
• Assist with CMDB, HAM, SAM, and Knowledge Management functions as needed
• Collaborate with cross-functional teams to improve service delivery and operational efficiency.

Benefits

• Robust Health Insurance
• 401(k) plan
• PTO accrual
• Paid holidays
• Excellent cash-based referral program

What This Job Offers

• Career Level: Mid Level